Universal Banker

Overview

Specializes in branch customer experience through sales, service and digital engagement of Consumer and Business Banking customers. Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and/or branch team as well as walk‑in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner.

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs.
• Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.
• Explain high‑level criteria used to decide loan applications.
• Complete servicing‑related responsibilities specific to Consumer and Business Banking customer relationships and lead inquiries to identify opportunities to solve for other banking needs.
• Follow the Bank’s sales process and provide simplified, customer‑focused advice and guidance.
• Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
• Engage in lobby management, meeting and greeting customers and proactively inquire and take ownership to solve their banking needs.
• Introduce appropriate banking partner when servicing needs present an opportunity for a product solution.
• Assist and stay current with Consumer and Business Banking AML, BSA and KYC processes and related activities.
• Identify and escalate cases of suspected fraud.
• Resolve and accurately log all customer complaints in the appropriate system.
• Review, approve and help resolve Consumer and Business Banking customer overdrafts.
• Accurately complete customer transactions.
• Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

• High school diploma or equivalent (GED) and minimum 1 year proven retail sales, call center, customer service, or telesales experience.
• Strong verbal and interpersonal communication skills.
• Ability to interact with varying customers (consumer to small business).
• Proficient in handling difficult customer conversations.
• Well‑organized with proven time management, prioritization and multitasking skills.
• Ability to work under critical time constraints in a team environment.
• Proficiency with internet user‑level technology.
• Bilingual (based on branch needs) preferred.

• Ability to stand for long periods of time.
• Prolonged use of hands and fingers.
• Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs.
• Ability to read fine print.
• Ability to interact with customers in an open face‑to‑face work environment.

Hourly rate: $21.68 - $36.13 USD.

Derry, New Hampshire, United States of America.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.